Sales Customer Service

Patricia Ferguson, PHR

M#-586-***-****, *********@*****.***, www.linkedin.com/in/pfergie

Human Resources professional who helps management teams successfully support employees and business objectives.

Professional Experience

Human Resource Manager- Samaritan Behavioral Center/The Behavioral Center of Michigan -

Detroit, MI - 2015-Present

Provide HR guidance, support to leadership, management and staff including talent planning and acquisition, employee relations, training, workers’ compensation, unemployment compensation, compensation, audits, benefits and payroll:

oTalent Acquisition: strategize and forecast talent acquisition needs and conduct full life cycle recruiting. Filled 180 positions past 2.5 years; cycle time of less than 35 days.

oCompensation: created compensation ranges from salary surveys that are used for hiring and yearly compensation reviews.

oEmployee Relations: conduct employee investigations; counsel managers and staff on employee relation issues and appropriate actions to take based on employment law, policies/procedures and regulations.

oPayroll: payroll liaison for employees and leadership. Create reports out of ADP: benefit reports, turnover reports, PTO, EEO, 1095, etc.

oUnemployment compensation/EEOC/Civil Rights: conduct investigations and provide responses to government. Reduced unemployment costs by 32 percent. Workers’ compensation: investigate and submit worker’s compensation claims on behalf of hospitals.

oEmployee Engagement/Retention: foster positive environment for employees via leadership/management involvement.

oBenefits: assist leadership in determining benefit design and cost, working with legal counsel and third party vendors. Communicate changes to employees. Complete benefit enrollment for employees, ensure benefit deductions are correct for employees, including 401K, Life Insurance, Long Term Disability; benefit liaison for employees.

oPerformance Reviews: collaborate with leadership, coordinate and monitor the performance review process for consistency, timeliness and effectiveness.

oPosition Descriptions: develop, update, revise descriptions as needed.

oPolicies: review and update HR policies.

oTraining: conducts new hire orientation monthly, including harassment and diversity training. Developed behavioral interviewing techniques and HR Leadership Orientation training.

Senior Talent Acquisition Manager - YP, LLC, www.yellowpages.com, Southfield, MI - 2012 - 2015

Recruit and led a talent acquisition team for three regions responsible for full life cycle recruiting in a high-demand, union represented and complex start-up environment:

oBuilt business requirements for a new applicant tracking system (ATS), SuccessFactors, and converted in six months to provide a better user experience for applicants and employees.

oPartnered with sales and HR leadership to develop a sales assessment to reduce turnover.

oPlaced 600 external sales executives a year with strict hiring deadlines.

oVendor managed the hiring of seven call centers; placing 600 hires a year.

oRecruited second level and above sales, training, customer service and finance positions; placing 100+ a year from internal and external sources.

oDeveloped recruiting strategies to build applicant pipelines to hit hiring goals within 30 days.

oCollaborated with leadership and hiring managers to implement recruiting strategies, interview and selection process to ensure client satisfaction.

oCreated a talent acquisition workflow for external and internal hiring to ensure compliance with employment law/labor agreements and a consistent process for recruiters.

Associate Director-Staffing - SBC Advertising Solutions/AT&T Advertising Solutions, Southfield, MI - 2000-2012

Recruit and led a talent acquisition team for five states responsible for full life cycle recruiting in a union represented environment:

oPlaced 350+ exempt and non-exempt positions a year with strict hiring deadlines.

oRecruited second level and above sales, marketing, operations, customer service and IT positions.

o2009-2012 led the full life cycle recruiting for AT&T AdWorks, a start-up national advertising division of AT&T and filled 150+ newly created second level and above roles responsible for $1B in sales.

oImplemented an “interview night” to recruit and hire 150 call center representatives in three months to handle smaller accounts allowing outside sales executives to handle larger accounts and drive more revenue.

oProvided human resource guidance on policies, compliance, and employee relation issues to managers to prevent grievances and legal claims.

oCreated with HR leadership an employee referral program that provided 30 percent of hires in technology and sales.

Education

Oakland University, Rochester, MI - Bachelor of Science - Major: Human Resources Training & Development, Minor in Labor

Professional in Human Resources (PHR)

Computer/HRIS/Social Network Skills: Social Networking Tools, i.e., LinkedIn, FaceBook; Microsoft Office: Excel, Word, PowerPoint, Publisher, Outlook; Applicant Tracking Systems: Position Manager, SuccessFactors, Taleo Enterprise and Taleo Business; ADP; advanced Boolean search.

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